Complaints Facilitator

Stockport; Stockport; Hybrid; GBP 17,000 - 23,000; Part time

Benefits offered by this job

Between 27-33 days of annual leave

Cycle to work scheme

Salary sacrifice schemes

Stockport Credit Union

Job summary

Stockport NHS Foundation Trust is seeking a Complaints Facilitator (Band 5) for 22.5 hours per week at Stepping Hill Hospital. The role coordinates formal complaint investigations, reviews clinical records, and drafts professional responses on behalf of the Chief Executive.

You will work with clinical and non-clinical staff to ensure thorough investigations and learnings are captured, with a strong emphasis on clear, compassionate English in all communications.

Qualifications

• High standard of English and an ability to convey information clearly, succinctly and sensitively.
• Degree or equivalent qualification or relevant experience.
• Experience of PALS and complaints in an NHS setting.
• Customer care training.
• Management training.

Responsibilities

• Coordinate formal complaint investigations across the Trust.
• Review medical records and other documentation, gather evidence and provide guidance throughout investigations.
• Draft comprehensive, high-quality written responses to complaints on behalf of the Chief Executive.
• Ensure responses address all issues and clearly explain findings and actions taken.
• Support learning and actions arising from investigations.

Skills

Interpersonal skills

Analytical thinking

Coaching others

Education

Degree or equivalent qualification

Customer care training

Management training

Experience of PALS and complaints in an NHS setting

Tools

Datix

Job description

Job overview

Complaints Facilitator - 22.5 hours

A rare and exciting opportunity has arisen within the PALS and Complaints Team here at Stepping Hill Hospital. We are seeking to fill the vacancy of a part time Complaint Facilitator, Band 5.

Main duties of the job

The role is responsible for coordinating formal complaint investigations across the Trust, working closely with clinical and non-clinical staff to ensure all concerns are thoroughly investigated. This includes reviewing medical records and other relevant documentation, gathering evidence, and providing expert guidance throughout the investigation process. The post holder will compile and draft comprehensive, compassionate, and high-quality written responses to complaints on behalf of the Chief Executive, ensuring they are written to an exceptional standard of English and grammar, address all issues raised, clearly explain the findings of the investigation, and outline any learning or actions taken as a result of the complaint.

Working for our organisation

We hold a unique position in the Stockport community as the provider of healthcare and we are one of its largest employers.

We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.

We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from you.

If you require support with your application please contact a member of the recruitment team, who can discuss alternative application methods.

We recognise that flexible working is important. We take requests for flexible working seriously, consider any request we receive and try to work with you, so we can explore if your request may fit with the needs of the service.

Benefits we offer to you:

• Between 27-33 days of annual leave plus bank holidays
• Salary sacrifice schemes for lease cars, home electronics and more, to make your salary go further
• Cycle to work scheme
• Salary finance – for loans, savings, budget planning and tips on managing debt
• Stockport Credit Union– for local financial advice

Important Notice on Visa Sponsorship Eligibility

Please note that whilst the trust does offer sponsorship this role is unfortunately not eligible for visa sponsorship under the UK Skilled Worker visa route. This is due to the position not meeting the minimum salary threshold of £25,000 per annumand/or the requiredskill levelset by UK Visas and Immigration.

We appreciate your interest in this opportunity and encourage applications from candidates who already have theright to work in the UK.

If you are currently employed by Greater Manchester Local Authority, Combined Authority, GMFRS, TfGM as well as other public service organisations, Stockport NHS Foundation Trust will recognise your previous service for sickness and maternity/paternity/adoption entitlement and also for annual leave purposes (providing there has been no break in service). If you currently work for one of the above organisations and successfully apply for a post with Stockport NHS Foundation Trust, please ensure the Recruitment team are aware so that this service is reflected in your contract of employment.

Detailed job description and main responsibilities

The job description gives an overview of the main tasks and responsibilities of the role, and the person specifications focuses on the qualifications, skills, experience and knowledge required. These documents are attached on the page and can be downloaded.

The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.

Education & Qualifications

• High standard of English and an ability to convey information accurately, succinctly and in a sensitive manner, verbally and in writing, and an ability to coach others to do so
• Degree or equivalent qualification or relevant experience
• Experience of PALS and complaints in an NHS setting
• Customer care training
• Management training

Knowledge

• Knowledge of NHS complaints legislation
• Knowledge and understanding of clinical governance, risk management and patient experience
• Highly developed specialist knowledge underpinned by theory and experience
• Knowledge and understanding of equality, diversity and inclusion

Experience

• Ability to manage, understand and interpret complex complaints
• Ability to support the formulation and delivery of training
• Excellent interpersonal and relationship building skills including interviewing
• Experience of working with a wide range of staff at all levels
• Experience of producing analytical reports
• Experience of using the Risk Management system, Datix

We are committed to promoting and championing a culture of diversity, fairness and equality for all applicants and employees. Applications are welcomed from all backgrounds and we strive to reflect the community we serve in our diverse workforce. Our "two tick" kite mark guarantees a candidate with a disability, who fulfills the essential criteria, an interview at the Trust. We can make reasonable adjustments, and offer support and advice in a variety of ways on request.

At the Trust we always adhere to the UK Visas and Immigration rules pertaining to right to work; candidates who do not hold UK or Republic of Ireland (RoI) citizenship are required to obtain a Certificate of Sponsorship (CoS) to be eligible to apply for either a Health and Care visa or Skilled Worker visa which allows them to work in the UK, unless they have eligibility to work in the UK via another route.

To avoid disappointment, candidates wishing to apply for a role at the Trust who do not hold UK or Republic of Ireland citizenship and who would require a CoS from an employer, should carry out a self-assessment process to identify the likelihood of obtaining CoS by visiting Work in the UK .

Use of Artificial Intelligence (AI)
When writing a job application using AI, it is essential to personalise the content, particularly the supporting statement. AI cannot fully understand the specific context or requirements of a role and may generate inaccurate or misleading information. Over reliance on AI can reduce an applicant’s chances of success, as it cannot effectively demonstrate how individual knowledge, experience, and skills meet the job criteria. Applicants should ensure their statements reflect a personal voice and avoid a generic or robotic tone.
We monitor the use of AI in applications. Applicants who use AI are required to declare this as part of the application process.

Application numbers

The vacancy may close early if it attracts a high number of applications. Please complete and submit your application in good time to avoid disappointment.